We welcome your questions, feedback and requests. At Luix we prioritize clear communication and respectful support so every customer feels heard and helped. Below you will find multiple ways to reach us, detailed explanations of what to include when you contact us and guidance for business, press, partnership and social media enquiries.

Customer Support & General Inquiries

If you need help with an order, want product information or have a general question about our bags, our customer support team is available during business hours to assist you. When you contact us, please include any relevant details  for example, your full name, order number if applicable and a clear description of the issue or question  so we can resolve your request efficiently. We handle each inquiry personally and provide step by step guidance where needed, whether that is tracking a shipment, clarifying materials and measurements, or helping with sizing and care instructions.

Business Hours & Expected Response Times

Our official business hours are Monday through Friday, 9:00 AM to 5:00 PM Central Time (GMT-5). Messages received during these hours are prioritized and typically handled first. If you reach out outside business hours or on weekends, we will respond as soon as our team is back online. For most support emails we aim to provide a helpful reply within one business day; more complex requests such as returns, warranty assessments or wholesale inquiries may require additional time and we will let you know the expected timeline in our reply.

Phone & Email

For the fastest route to personalized assistance, you may call us during business hours on +1 (512) 557-3274. If you prefer written communication or need to attach images or documents, email us at support@luix.shop. When emailing about an order, please place your order number and the name used for the order in the subject line  this helps us locate your record and respond more quickly.

Administrative Address & Visits

Our registered business address is 3305 Riva Ridge Rd, Austin, Texas 78746, United States. Please note this address is our administrative office and not a retail storefront. We do not offer in person shopping at this location. If you need to send returns by mail or formal correspondence, contact our support team first so we can confirm the correct return address and provide any return authorizations or instructions required to process your request smoothly.

Orders, Shipping & Tracking

If you have questions about the status of an order, shipping options or delivery windows, include your order number in your message and we will provide the current tracking information and instructions. After an order is shipped we always supply a tracking number so you can follow its progress. If you need to change a shipping address after placing an order, contact us immediately and we will advise whether the change is possible; changes cannot be guaranteed once the package has been dispatched.

Returns, Exchanges & Warranty Inquiries

We want you to be satisfied with your purchase. If you believe an item is defective, damaged, or not as described, contact support@luix.shop with photos and a description of the issue. We will review the information and explain the next steps, whether that is a return authorization, repair, or replacement under our product policies. For returns and exchanges, please follow the return instructions our team provides  this ensures we can inspect and process your item promptly and issue a refund or replacement according to the outcome. Warranty support is handled case by case, and any coverage details will be communicated clearly when you contact us.

Social Media & Community

We maintain an active presence on social platforms to share new arrivals, styling ideas, product care tips and real customer photos. To connect with us on social media, look for our official profiles and follow for updates. If you want your Luix photos featured, you may tag us or use our brand hashtag so our team can find your content. If you prefer direct social messaging, send a concise message with your order number for order related questions; for general interaction and styling posts, direct messages are appropriate and welcome. 
you can follow us on instagram and pinterest.

What to Include When Contacting Us

To help us help you quickly, include clear identifying information and supporting details in your message. For order issues, provide the order number, date of purchase and photos if the issue concerns condition or defects. For shipping or address updates include the full address you entered at checkout and the correct address you want to change to. For product questions mention the product name or SKU as shown on the product page. Supplying this information up front reduces back and forth and speeds resolution.

Privacy & Data Protection

When you contact us we will use the personal information you provide only to respond to your questions and manage your orders. We do not sell your information to third parties. If you have concerns about how your data is used or need access to the information we hold about you, include those requests in your message and our team will direct you to the appropriate privacy support process.

Emergency or Unauthorized Charges

If you suspect unauthorized charges or significant billing errors, contact your bank or card provider immediately in addition to contacting us at support@luix.shop. Provide transaction details so we can investigate. We will cooperate with your financial institution and provide any documentation required to resolve the issue.

Feedback & Continuous Improvement

We value feedback from customers as a core part of improving our products and service. If something went well or if we fell short, please let us know. Constructive feedback helps us refine materials, fit, customer experience and our online information. We review customer suggestions regularly and incorporate the most useful ones into future collections and processes.